London Summit
Slide-deck presentation (Consumer Experience Immersion, branded NIOONIT) for Ford & Lincoln, created/used by Chris Hunsicker (Coach). The deck explains why emotional engagement matters vs. mere satisfaction, presents Gallup-based loyalty and financial premiums for engaged customers (e.g., 23% premium; 10% more per new vehicle gross; 18% increase service sales per unit; 45% higher ROS), outlines a Consumer Experience Movement and coaching model (operational vs emotional excellence split), and includes a sample employee engagement survey with question-level scores and dealership comparisons. The content is training/strategy material emphasizing people, manager influence, and change guidance.
Questions this document answers
Chris Hunsicker
23% premium (Gallup Research)
10% more per new vehicle gross
18% increase in service sales per unit in operation
45% higher return on sales